We will always do our best to ensure customers are satisfied with their purchase. There should never be a time when a customer receives a damaged or faulty product.

We take great care when packing each order by hand. Once a package is completed, we take a photo of the package and allocate this photo with the tracking number shortly before it is dispatched.

In the event that this were to happen, please contact us as soon as possible within 24hrs. We will do what we can to resolve the issue. 

Generally, we will immediately refund or replace the item. But this is decided according to each case. 

- In the rare event that items are damaged during transit. Please take photos and submit the claim immediately to sales@pantreewholefoods.com.au.
This is an issue which we will need to be investigated by Australia Post. The more photos and evidence you supply will help with the claim. 

- If you are unhappy or not satisfied with a certain product. Please contact us at sales@pantreewholefoods.com.au. Please supply your order number, any photos and all relevant information we will need to assess your claim.

Depending on various scenarios we will either refund or send you a replacement item(s).

- All products in the Pantree store are stored and handled above Australian Standards. All items are stored at the correct temperatures, handled in a sanitary manner and sealed air-tight when necessary. Once products have been posted, it is then out of our control how the products are handled. Pantree is not liable for how products are handled after they have left the store.

- Important note about ordering chocolates from Pantree:
We ship only with Australia Post which is not refrigerated. All of our products on the Pantree website are absolute fine to be stored at room temperature. All of the products on our website are fine to be shipped with AusPost. In the unfortunate event of extreme heat weather conditions, there is a risk that chocolate products may melt in transit. When you buy chocolates and choose to have them shipped during hot weather, you are doing so at your own risk. Pantree is not liable if this occurs during transit.
Please consider the weather at the time you place your order.